Smart UI FAQ and Troubleshooting

Below are some useful and frequently asked questions and answers about using the smart UI.


Why am I getting the sit tight page after entering all the details correctly?

When you get to the end of the Smart UI flow it will emit an event into the window object. At this point, you'll need to choose an action to perform when the window gets an FF_CHECK_RESULT or FF_EXTERNAL_IDV_CHECK_COMPLETED event.

Unless you react to this event when the user gets to the end of the Smart UI journey and move the user on to the next part of your flow, the user will get the sit tight page if they've passed the KYC checks or an Oh No page if they've failed the KYC checks.


Some characters aren’t encoding correctly?


Incorrectly rendered characters

The smart UI expects that the page that is currently loading it up is UTF-8 encoded. If some characters aren’t being rendered correct ensure that you’ve encoded your rendered Html as per below:

<meta charset="utf-8" />

What browsers does the Smart UI support?

The Smart UI supports all ES5-Compliant browsers. You can find a list of browsers here.

How can I protect my Google API key when passed into your widget?

For the SmartUI, you can limit what IP addresses your Google API key is used from. You can find the list of Frankie's Outbound / Source IP Addresses here.

You can also find instructions on whitelisting an IP address for your google API key here

Are there any minimum height/width limitations for the smart UI?

At this point in time (Jul 13, 2021), the smart UI generally supports viewport widths of around 320-33 pixels. We will be looking to increase the responsiveness of the widget to support smaller devices, watch this space!

When is the user prompted for past addresses?

The user will only be prompted for a past address if the initially provided address does not return any results. Specifically, the user will be asked to review their details, whereas for the address section there is a prompt asking if the user has been at that location for less than 6 months.